Service Terms and Conditions

These Terms and Conditions set out the basis on which our UK service is provided to customers. By making a booking, confirming an order, or allowing work to commence, you agree to be bound by these service terms. Please read them carefully before proceeding. They are intended to be clear, fair, and practical, and they apply to all standard service bookings unless we agree otherwise in writing.

In these terms, references to “we”, “us”, and “our” mean the service provider, while “you” and “your” refer to the customer, client, or person placing the booking. These service conditions may be updated from time to time, and the version in force at the time of booking will normally apply. If any term is found to be invalid or unenforceable, the remaining terms will continue in full effect.

Scope of service: our services may include labour, supply of standard materials where agreed, collection or removal of agreed items, and related administrative work. Any item, task, or charge not expressly included in the booking confirmation is outside the scope of the agreement unless we subsequently accept it in writing. We reserve the right to refuse work that is unsafe, unlawful, or outside our operational capability.

Booking process begins when you submit a request, provide details of the work required, and receive an estimated quote or proposal. A quotation is usually based on the information you provide and may be revised if the actual requirements differ from the description given at the time of booking. The booking is only confirmed once we accept it and, where applicable, receive any required deposit or prepayment.

It is your responsibility to ensure that all information supplied during the booking process is accurate, complete, and up to date. This includes service location, access arrangements, parking constraints, item descriptions, and any special conditions that could affect the work. If inaccurate information causes delays, additional labour, or extra materials, we may charge a reasonable further fee to reflect the added cost.

We may request supporting details before confirming a service booking, including photographs, dimensions, or a written description of the work. This helps us assess suitability and allocate the correct time, equipment, and personnel. Where the service must be delivered within a specific time frame, any indication of timing is an estimate only unless we expressly state otherwise. We will make reasonable efforts to attend on time, but appointment windows may be affected by traffic, weather, supplier delays, or circumstances beyond our control.

Payments and charges are due in accordance with the quotation or booking confirmation. Unless agreed otherwise, prices are quoted in pounds sterling and may be exclusive of VAT or other taxes where applicable. Any deposit, balance payment, call-out charge, minimum fee, or supplementary charge will be made clear before the service begins wherever reasonably possible.

We may require advance payment for certain bookings, including urgent work, high-value services, repeat appointments, or jobs involving ordered materials. Where payment is split into stages, each stage becomes due when the relevant part of the service is completed or on the agreed milestone date. If your payment method is declined, reversed, or delayed, we may suspend or cancel the service until payment is received in full.

If the work takes longer than originally estimated because of circumstances not caused by us, or if additional tasks are requested on site, you agree to pay for the extra time or materials at our standard rate or any rate agreed at the time. We may also charge for waiting time, failed access, parking costs, disposal charges, or other reasonable expenses directly related to the service. Any discount applied is personal to the booking and may be withdrawn if the terms of the offer are breached.

Cancellations and rescheduling must be made as soon as possible. Because appointments are reserved in advance, late cancellation may result in a fee. Unless we agree otherwise, you may cancel or rearrange without charge if you provide sufficient notice before the scheduled start time. If notice is too short, if access is not available, or if no one is present where attendance or handover is required, we may treat this as a cancellation by you and apply a reasonable charge.

We may cancel, postpone, or reschedule a booking where necessary due to illness, safety concerns, severe weather, equipment failure, supplier issues, non-payment, or any event outside our control. Where this happens, we will aim to offer an alternative appointment or a refund of any prepaid amount relating to work not carried out. Our liability in such cases is limited to the amount paid for the affected portion of the service, unless a greater remedy is required by law.

Where a booking is cancelled after materials have been ordered or work has already started, you remain responsible for any non-returnable costs, labour already performed, and any reasonable administrative expense incurred up to the cancellation point. This applies even if the overall service is later abandoned at your request. We will always act reasonably in calculating such sums and will not charge more than is necessary to recover actual or foreseeable loss.

Service performance and customer responsibilities require you to provide safe access to the premises, a suitable working environment, and any necessary permissions, consents, or authorisations. You must ensure that the area is clear enough for the service to be completed safely. If our team is unable to proceed because of hazardous conditions, incomplete preparation, or refusal of access, the booking may be delayed, paused, or cancelled with charges applied where appropriate.

You are responsible for protecting valuables, fragile items, flooring, decorations, and other property that may be affected by the service unless we have expressly agreed to handle them. Where we agree to move or handle items, you should tell us about known defects, hidden risks, or special handling requirements. Any failure to disclose important information may affect our ability to complete the work and may reduce or exclude liability for resulting loss or damage.

We will use reasonable care and skill in delivering the service in line with the description agreed. If you believe there is a defect or issue with the service, you must notify us within a reasonable time after completion so that we can investigate. Where a genuine fault is confirmed, our usual remedy will be re-performance of the relevant part of the work or another suitable correction, provided that this is practical and proportionate.

Liability is limited to losses that are reasonably foreseeable and directly caused by our breach of contract or negligence. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, we shall not be responsible for indirect or consequential losses, loss of profit, loss of opportunity, loss of goodwill, or business interruption.

To the fullest extent permitted by law, our total liability arising from any single booking shall not exceed the amount paid or payable for the service giving rise to the claim. This cap applies whether the claim is based in contract, tort, negligence, misrepresentation, or otherwise. Nothing in these terms is intended to limit your statutory rights as a consumer where those rights apply.

We are not liable for delays or failure to perform caused by events beyond our reasonable control, including but not limited to extreme weather, strikes, transport disruption, shortages, power failures, accidents, third-party acts, or changes in law. In such circumstances, our obligations are suspended for the duration of the event and we will resume the service or rearrange the booking within a reasonable time where practical.

Waste regulations apply where the service involves removal, disposal, transport, or handling of waste, unwanted items, or recyclable materials. You agree to provide accurate information about the nature of any items to be removed, including whether they contain hazardous substances, electrical components, or mixed materials. We may refuse to handle items that are unsafe, prohibited, contaminated, or improperly described.

All waste must be presented in accordance with applicable UK waste rules and any instructions given before collection or removal. If special handling, classification, segregation, or transfer documentation is required, you must cooperate fully and supply any information reasonably requested. We may apply additional charges where items are difficult to access, require disassembly, need separate sorting, or create disposal costs beyond those expected at the time of booking.

Where we act as the waste carrier or arrange disposal on your behalf, we will do so in line with relevant legal requirements and industry practice. You must not ask us to dispose of prohibited or undeclared waste. If any item is found to be hazardous, incorrectly described, or unsuitable for the agreed disposal route, we may return it to you, quarantine it, or charge for lawful alternative handling as appropriate. You remain responsible for the accuracy of any declaration you make about the waste.

Data, property, and third-party items: if you provide keys, access codes, documents, or personal items for the purpose of the service, we will take reasonable care of them and return them where applicable. However, you should avoid leaving items of exceptional value unless this is necessary for the work and has been agreed in advance. We are not responsible for pre-existing damage, wear and tear, latent defects, or normal deterioration in materials or equipment.

Any materials supplied by us remain our responsibility until paid for in full, unless ownership passes earlier by agreement. If you supply your own materials or equipment, you are responsible for ensuring they are suitable for the intended use. We do not guarantee third-party products, though we may pass on manufacturer warranties where available. Any advice we give is informal and should not be treated as professional or legal advice unless expressly stated.

Termination of the agreement may occur if either party materially breaches these terms and fails to remedy the breach within a reasonable period after notice, where a remedy is possible. We may also stop work immediately if continuing would create a safety risk, involve unlawful conduct, or require us to act outside our competence. In such cases, any sums owed for work already carried out remain payable.

Complaints and remedies: if you are unhappy with any part of the service, you should raise the issue promptly so we can review it fairly. We may request evidence, photographs, or a description of the problem. Where appropriate, we may offer a repeat visit, repair, refund, or other reasonable solution. Any remedy will depend on the facts, the nature of the service, and whether you have taken reasonable steps to mitigate any loss.

These UK service terms are intended to operate in a fair and lawful manner. If a court or competent authority decides that part of these terms should be removed or adjusted, the rest will continue to apply. No failure or delay by us in enforcing any right shall mean that right has been waived.

Governing law and jurisdiction: these Terms and Conditions are governed by the laws of England and Wales unless another part of the United Kingdom is required to apply by mandatory law. Any dispute or claim arising out of or in connection with the service shall be subject to the non-exclusive jurisdiction of the courts of England and Wales, without affecting any mandatory consumer rights you may have elsewhere in the UK.